Full-Time Senior Customer Support Engineer

Senior Customer Support Engineer

As biomedical data types and scale grow, old data handling methods hinder progress – fragmented data, complex analysis, secure collaboration barriers, and workflow distribution challenges. Manifold aims to accelerate precision medicine by ten times and reducing costs by ten, enabling faster knowledge generation, better treatments, and improved patient outcomes.

Manifold is a health research infrastructure company that streamlines research by handling supporting tasks, enabling researchers to focus on impactful work.

About The Role

We seek an experienced Senior Customer Support Engineer to join our fast-growing team and support a large and influential customer base within healthcare.

You'll be the primary point of contact for customers, providing timely solutions, resolving technical challenges, and completing engineering tasks.

Responsibilities:

• Provide timely and professional solutions to customer technical questions and issues.
• Troubleshoot and resolve issues by identifying root causes and providing effective solutions.
• Execute customer configuration and engineering tasks efficiently.
• Proactively monitor system health and performance metrics to identify potential issues.
• Monitor and maintain customer data pipelines and workflows.
• Become an expert on Manifold's product suite.
• Assist in building internal and customer knowledge bases.
• Identify trends in support issues and suggest systematic solutions.
• Collaborate with cross-functional teams to ensure timely resolutions and drive customer satisfaction.
• Scale support functions and implement new tools.
• Continuously improve the customer experience through feedback and innovation.

Requirements:

• 2-5 years of experience in customer-facing support or engineering in a SaaS environment.
• Experience with the rapid pace and urgency of high-growth, early-stage companies.
• Excellent communication skills, empathy, and transparency.
• Ability to distill complex technical information to end-users and translate customer requests into technical solutions.
• Strong problem-solving skills and a passion for customer satisfaction.
• Teamwork skills and the ability to build relationships across teams.
• Ability to adapt to a dynamic work environment.
• Bachelor's degree preferred, but not required.

What is the last date for applying to the job?

Which countries are accepted for this remote job?